Highgate Hotels, LP
Residences and Owner Relations Manager
Highgate Hotels, LP, Honolulu, Hawaii, United States, 96814
Residences and Owner Relations Manager
Requisition ID:
2024-57443Category:
Administrative/ClericalJob Location:
US-HI-HonoluluProperty:
Renaissance Honolulu Hotel & SpaCompensation Type:
YearlyCompany Overview
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco, and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality-forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle.Overview
The Residences and Owner Relations Manager is responsible for administrative, communication, and other duties to assist in the smooth operation of our owner relations department. He/she is also responsible for providing attentive, courteous, and efficient service to all customers/owners. Interdepartmental collaboration and communication will be a key part of this role.Responsibilities
Maintain a warm and friendly demeanor at all times.Communicate effectively both verbally and in writing with all levels of employees, customers, owners, and guests in an attentive, friendly, courteous, and service-oriented manner.Listen to, understand, and clarify concerns raised by employees and guests.Multitask and prioritize departmental functions to meet deadlines.Attend all hotel-required meetings and trainings.Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.Handle problems effectively, including anticipating, preventing, identifying, and solving problems as necessary.Understand and apply complex information, data, etc., from various sources to meet appropriate objectives.Cross-train in other hotel-related areas.Maintain confidentiality of information.Show initiative, including anticipating customer/owner/guest or operational needs.Build and maintain strong, long-lasting customer/owner relationships.Maintain full working knowledge of the hotel product, its operations, amenity offerings, etc.Work closely with the Finance Department regarding monthly owner statements and reporting.Assist all owners with unit reservations and local recommendations.Conduct multiple site inspections of our units and facilities with prospective unit owners and/or owner representatives.Acquire a full understanding of RMA documents and effectively communicate the value proposition through proposals and presentations.Keep a clear and updated record of all owners for scheduled communications.Create and send a monthly owner newsletter.Work closely with operations & reservations/revenue management to plan for the arrival, execution & ultimate service delivery of new RMA.Initiate and follow up on leads.Fluent in GXP and Lightspeed to assist in guest arrival, departure, and remedial action.Assist the front office with PBX operations.Assign and block rooms in accordance with the room rental program algorithm.Work collectively with Accounting to ensure compliance with owner programming and financials.Check in and check out owners.Assist in Owner room inspections pre-arrival.Assist in the preparation of required reports in a timely manner.Meet and greet onsite contacts.Develop networking opportunities through active participation in professional associations activities and events.Entertain new owners, representatives, or existing owners.Assist as needed with events and activations.Perform other duties as requested by management.Qualifications
Education & Experience:High School diploma or equivalent required and/or experience in a hotel or a related field preferred.College coursework in a related field helpful.Computer knowledge/skills required.Japanese speaking and writing preferred.Physical Requirements:Flexible and long hours sometimes required.Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.Ability to stand during the entire shift.Salary is $60K - $65K
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Requisition ID:
2024-57443Category:
Administrative/ClericalJob Location:
US-HI-HonoluluProperty:
Renaissance Honolulu Hotel & SpaCompensation Type:
YearlyCompany Overview
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco, and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality-forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle.Overview
The Residences and Owner Relations Manager is responsible for administrative, communication, and other duties to assist in the smooth operation of our owner relations department. He/she is also responsible for providing attentive, courteous, and efficient service to all customers/owners. Interdepartmental collaboration and communication will be a key part of this role.Responsibilities
Maintain a warm and friendly demeanor at all times.Communicate effectively both verbally and in writing with all levels of employees, customers, owners, and guests in an attentive, friendly, courteous, and service-oriented manner.Listen to, understand, and clarify concerns raised by employees and guests.Multitask and prioritize departmental functions to meet deadlines.Attend all hotel-required meetings and trainings.Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.Handle problems effectively, including anticipating, preventing, identifying, and solving problems as necessary.Understand and apply complex information, data, etc., from various sources to meet appropriate objectives.Cross-train in other hotel-related areas.Maintain confidentiality of information.Show initiative, including anticipating customer/owner/guest or operational needs.Build and maintain strong, long-lasting customer/owner relationships.Maintain full working knowledge of the hotel product, its operations, amenity offerings, etc.Work closely with the Finance Department regarding monthly owner statements and reporting.Assist all owners with unit reservations and local recommendations.Conduct multiple site inspections of our units and facilities with prospective unit owners and/or owner representatives.Acquire a full understanding of RMA documents and effectively communicate the value proposition through proposals and presentations.Keep a clear and updated record of all owners for scheduled communications.Create and send a monthly owner newsletter.Work closely with operations & reservations/revenue management to plan for the arrival, execution & ultimate service delivery of new RMA.Initiate and follow up on leads.Fluent in GXP and Lightspeed to assist in guest arrival, departure, and remedial action.Assist the front office with PBX operations.Assign and block rooms in accordance with the room rental program algorithm.Work collectively with Accounting to ensure compliance with owner programming and financials.Check in and check out owners.Assist in Owner room inspections pre-arrival.Assist in the preparation of required reports in a timely manner.Meet and greet onsite contacts.Develop networking opportunities through active participation in professional associations activities and events.Entertain new owners, representatives, or existing owners.Assist as needed with events and activations.Perform other duties as requested by management.Qualifications
Education & Experience:High School diploma or equivalent required and/or experience in a hotel or a related field preferred.College coursework in a related field helpful.Computer knowledge/skills required.Japanese speaking and writing preferred.Physical Requirements:Flexible and long hours sometimes required.Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.Ability to stand during the entire shift.Salary is $60K - $65K
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